Quiz zum Vortrag

When trying to calm down an upset customer, remember to use the phrase:

My name is . . .

I'm trying to . . .

When you . . .I feel . . . because . . .

Calm down

When referencing your company policy, make sure you also use the phrase . . .

the reason . . .

I understand . . .

so you can . . .

are you trying to . . .

When declining a request a customer has made, try weaving in a . . .

benefit statment

blacklight statement

spotlight question

empathy phrase

When using the feel-felt-found, the "felt" lets the other person know . . .

They are not the only one who has felt/thought that way

You empathize with them

There is hope for them

What the benefit is for them

When getting someone to bond with you, try . . .

Asking them to do you a favor

Doing a favor for them

Getting them to tell you a secret

Getting them to confess to you

If other people recognize the verbal patterns you use, they will be most likely to:

respect your message more

discount what you're saying

call you on your behavior

tell you the truth

Dozent des Vortrages Power Phrases and Danger Phrases for Difficult and Demanding People

Dan O'Connor

Dan O'Connor has been delivering tactical communication programs to businesses, governmental entities and individuals for over 15 years. The results from Dan's online communication training program and YouTube training videos are measurable in the responses of students and subscribers that he has helped create a personal compass for both personal and professional growth. One of the key aspects of his success is the emphasis on practical, day­to­-day communication solutions for the stressful situations with which we all live.

Dan's books, Say This not That! and Energy Vampire Slaying: 101, are devoted to helping readers find the right words for the right situations, and to giving people an arsenal of techniques and scripts (and attitudes!) for handling even the most challenging communication situations. Dan's goal in training is simple: to deliver immediately usable communication training tactics with authenticity, energy, and clarity, so participants actually have fun while learning. After taking his courses, you will agree: learning does not have to be boring to be effective; in truth, learning that is fun is more effective.